How do I login without my verification code?

If you do not have the device to hand which you use to generate your verification code, you can still access your account. This will require the recovery code given to you when you when you set up two-step verification.

On logging in you will be presented with the screen below. This requires you to enter the verification code. If you are not able to enter the code you will need to click the "I can't use my authenticator app" link.

Following this you will then be required to enter the recovery code for your login. The recovery code was issued to you when setting up two-step verification. 

After entering the code you will then be able to login to your account.

What if I have misplaced my recovery code?

You can request your account to be recovered. This can be done by clicking on "I've lost my recovery code" located on the recovery code step.

Once you click Confirm on the window displayed below, this will lock out your account.,

Any administrators on your account will be notified and they can unlock your account. When your account is reinstated you will need to set a new password, and enable two-step verification again if you wish to use this feature.

Note: If you are the only administrator user on your account you will need to give us a call on 01473 226482 to unlock your account.

The code I enter is invalid even though I am entering what is on my phone.

It is likely that the device you have installed your authenticator app on is currently set to a manual time. You will need to adjust your device's time and date settings to automatic.

This can usually be achieved by going on your device's date and time settings.

How do I transfer my authenticator details to a new phone?

Authenticator apps are prepared for you to change device and will have a process to move the account, please see What if I have a new phone?